Sears Holdings Corporation

Sears auto center at North Dartmouth mall zip code This is the 3rd time in one year that they're not dependableI arrive at 3:15pm for an oil changeThey said they can't do it because they're short staffedNot my problem if you let go your workers home early and you close at 5pmtimes already means three strikes im going somewhere elseI bet some other customers are feeling the same wayIts like going to a restaurant at 8pm and saying sorry we cant seat you because were closing at 9pmYou need to find solutions soon or some day the auto center will be out of businessAll it takes is a minutes for an oil change

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** # *** Dear Ms***: We have completed the investigation of Ms***’s complaint charges incurred when she had repairs to her refrigerator compelledWe have submitted a refund request to our accounting center requesting that Ms*** be refunded in full for the repairs to her refrigeratorTypically a credit to a credit card will post to the account within 5-days of the request In the event Ms*** has any additional concerns, I ask that she contact me directly at ***.***@searshc.com We apologize to Ms*** for the inconvenience noted in her complaint and ask that this complaint be closed pending further contactWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***.***@searshc.com

Contact Name and Title: *** ***
Contact Email: ***
October 29,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** *** ***
*** ***
***
We have completed the investigation o* *** *** complaint regarding the repair of his oven
Upon receiving *** *** complaint, we escalated his concerns to *** ***, Technical Manager for Unit *** who states the following:
*** *** has a service contract with *** ***We made four attempts to repair his oven and were unsuccessful due to parts not being available and the 3rd party, *** *** was notified
*** *** then decided to purchase a Master Protection Agreement (MPA) over the phone with Sears and did not disclose that his oven was not working properlyHis first service created under the MPA was cancelled and he was advised his MPA is not valid based on pre-existing conditions and he would be refunded his money*** *** made several attempts to get a technician out to his home and particularly requested not to have any previous technicians who had been to his home be assigned to his repairAt this time, *** *** needs to continue with repair through *** *** as his MPA is not valid and has been cancelledThat being said, because we have addressed *** *** concerns, we respectfully request this complaint be closed
We apologize to *** *** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** ***
*** *** ***
***
***

*** sold me a BRAND NEW TV that was completely defected! I was out of town and came back and it was a little past days since the original purchase but they gave me a hard time trying to exchange the broken tv I didn't break AND I HAD WARRANTYThey put me through hell and was not cooperating with me at all but wasting my time everyday in the store for a hour everyday and just leaving me with nothing to do but pay for a brokenTV im leasing and that sucks! They have no care in the world and even when im not wrong and they are very rude!
I also bought other items that were leased and the other products RANDOMLY STOPPED WORKING! ***/SEARS are selling defected products giving customers the assumption that what they are buying are NEW and when u buy it the first week it stops works properly! *** & *** is a SCAM! EVEN to get the TV repaired is mission impossible because they DO NOT CAREAll they care is that they have your credit card information and they can just take whenever they want and they have SO MANY UNPROFFESIONAL ways, they dont know what to tell me, they give me different stories everyday and DONT EVER sound sure with what they are talking about and I draw up a whole LOTS of Skepticism there! Please be on the lookout for the terrible people and business they put me through hell and wasted a lot of my time and I wish I can get all my money back or get compensated for the punitive damages! I am TRULY disappointed and feel unworthy of a customer because of their negligence with their customers

Complaint: ***
I am rejecting this response because:
I never accepted a discount for anything and they failed to return my rewards point that were used on the order Not only that, they sent shipping notices and then later cancelled the orderThe bottom line is this company is disorganized, provides misinformation (proven by their response to this complaint) and completely lost my trust Principle wins in the long run
Buh-Bye sears/kmart/shopyourway/on their way out bands/company. Peace,
*** ***

I ordered an outdoor chase lounge chair from Sears online approximately the first week of AprilOn April 13, I was advised that it was ready for pickup at my local store in FtLauderdale, FLWhen I went to the store the next day, it was not there but they promised to call when it arrivedI never got a call, so a day or so later I contacted customer service via the chat line and was advised that it was for sure now at the store and ready to be picked upI again went to the store and it was not thereI then called customer service and spoke with a live person who told me that he would turn it over to be investigated and that I should hear back in - daysARE YOU KIDDING ME? I then called a different number and spoke with a supervisor who advised that this would be investigated and I would get a call back in hoursBut, he could not arrange to have the chair sent to my house despite my having already made wasted trips to the store based on Sear's errorNEVER GOT A CALL BACKYesterday, I finally just cancelled the orderBIG problem for me as this chair was needed for a vacation property where guests are checking in tomorrowI do not see how Sears stays in business with this kind of customer service and efficiencyI, personally, will never order or buy anything from Sears again

(The consumer indicated he/she DID NOT accept the response from the business.)
Good morning,
I find your response actually very funny, Why would anyone drive 7-hours round trip to inspect a tireI went to my local Sears for assistance why couldn't they just inspect the tireI want to also add no one offered me hazard coverage on this new tire when I purchased it, if I was I would have purchased it - In addition the tire only lasted 6-hoursIt was replaced from the PA location and a few short hours later it was damaged I am clearly not understanding why SEARS isn't backing there workmanshipUnless SEARS wants to pay for my time and travel expenses to go from LI, NY to the Lancaster, PA location that is a ridiculous request and NO ONE would do it which is probably why *** *** offered that as the resolutionI attempted to contact *** *** three times and he has yet to return any of my calls/messagesSeems to me that SEARS is looking to do NOTHING, or atleast anything within reasonI will have no choice but to escalate this because of *** ***s lack of responseI as a consumer have purchased from SEARS for years as well as family and friends but with customer service like this I can go anywhere, its not like the tire was free or the customer service is wonderful this has taken more time then it shouldSEARS should stand behind there products and assist a long time standing customerI will for sure make it known to all of my family and friends that this is how SEARS decided to handle the situation and will be left with no choice but to take out business else whereI would like to thing SEARS will review this once again and find it in our favor to help this unfortunate situationSincerely, *** ***

November 15, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Shirley *** - # *** Dear Ms***: We have completed our investigation of Ms*** complaint regarding her washer It is unfortunate that we failed Ms*** expectations when she recently contacted Sears Home Services to repair her washerWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsWe do not take these matters lightly and we sincerely apologize to Ms*** for any inconvenience she may have experienced Prior to our receiving Ms*** complaint from your agency, she was assisted by our escalated customer service group, Executive Member Services. Our records show that Ms*** selected a new washer on November 9, 2016, and is expecting delivery on November 21, 2016. Additionally, the remaining extended coverage has transferred to the new washer; the MPA expires on January 5, 2018. Since Ms*** is being provided with the replacement she requested, we ask that this matter be closed We apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

Complaint:
I am rejecting this response because: That is not an acceptable responseThe brand new $battery still will not hold a charge
and still showing as "BAD BATTERY" on the chargerI will never buy another Sears product and my complaint against Sears will stand as unresolved with your untruthful and unacceptable response
Sincerely,
Ronald ***

April 12, *** *** Revdex.com North Wabash Ave., Ste#
class="InsideAddress">Chicago, IL *** *** * *** *** *** *** ***
We have completed the investigation of *** *** complaint regarding her dissatisfaction with our customer service and alleged failure to provide a refund for her canceled layaway It is unfortunate that we failed *** *** expectations when she recently requested assistance from SearsWe value her patronage and can understand her frustration with the events detailed in her complaint. We can assure *** *** that her concerns have been forwarded to management for review so that future problems of this nature can be averted. As a result of this action, we have revealed that Sears has spoken with *** *** several times since July 2015. She was informed that a refund of $was issued to her *** account ending in *** on August 19, 2015, and advised to review her statements beginning from the week the credit was issued. We also provided her with transaction number *** that she could reference with her credit provider if she was still unable to find the refund within her account statements. With that having been said, our records confirm that the proper layaway cancellation process was followed and that a refund, less the applicable layaway fees as stated by our layaway policy, was provided to *** ***. As such, at this time we can only apologize for any inconvenience she may have experienced We respectfully ask to have this matter closed, since we have noted *** *** comments and the appropriate resolution has been provided as of August 19, We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Regulatory Complaint Specialist *** *** *** ***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL
align="left"> Re: *** *** Dear Ms*** We have completed the investigation of Mr*** complaint regarding a gazebo purchased from Sears*** *** Operations Manager from the Sears in Concord provided the following response: On July 14, I contacted Mr*** and his concerns were discussedIt has been agreed that he would come into the store and we will provide him with a $sales adjustmentThe aforementioned sales adjustment is being provided as a one-time gesture of good faithIt is important to note that per the manufacturer’s warranty, it does not cover any damage due to acts of nature, vandalism, misuse, or improper assembly is not coveredCorrosion or rusting of hardware is not coveredAt this time, since we have noted our intent to reimburse Mr*** $300.00, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Mrs***,
I appreciate the nice gesture made by you and your willingness to resolve this issueIn principle, I accept your offer and willing to close this case, however, certain facts of your investigation has been mixed up with some other case/orderYou stated "we provided Mr*** with a $eGift card on September 2nd as an apology for damage that occurred to the dishwasher"This statement is not correct and is unrelated to dishwasher order$eGift issued on September is related to a different order
I have been a regular customer of SearsI will gladly accept this $eGift for the dishwasher damage and close this caseBTW, I also did not exchange damaged dishwasher for an undamaged one as you have statedI installed a damaged dishwasher, a picture of which was already shared with Sears and I would be happy to send you a current digital photographOnce again, thank you for your time and efforts in resolving this case
With best regards,
Sanjay ***

Initial Business Response /* (1000, 5, 2015/10/22) */
***
Revdex.com
North Wabash Ave, Ste#
Chicago, IL
Re: ***
Dear MsVirghes:
We have completed the investigation of Ms.*** complaint regarding
a refund she is waiting for from Sears
*** Operations Manager from the ***m Sears, provided the following response:
A bank check in the amount of $has been processed and will be mailed to Ms.*** Typically a consumer can expect to receive a bank check within 10/days of processingIf Ms.***has any additional concerns, I invite her to contact me at the store, I can be reached at ***XXX-XXXXSince it is my understanding that Ms.***was satisfied with receiving the aforementioned refund, we ask that this complaint be closed
We apologize to Ms.***and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Claims Specialist
Sears Holdings Corporation
***@searshc.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I heard from *** operations manager, from the ***m Sears store and she told me on 10/22/that Sears is sending out a check for $*** told me the check would reach me within 6-weeks*** regulatory claims specialist, at the ***m store says in his letter dated 10/22/that I should received the check in 10-daysI'll consider this claim 100% and totally resolved when I receive and deposit the checkI reserve the right to contact the Revdex.com of Chicago if I do not receive the check Sears has promised to meAnd, I thank the Revdex.com of Chicago for helping me to resolve this frustrating and time consuming issue

Contact Name and Title: Eligia ***
Contact Phone: *** *** ***
September 30,
Nita ***
Revdex.com
North Wabash Ave., Ste#***
Chicago, IL
Re: - Brandy ***
Dear Ms***,
We have completed the investigation of Ms***' complaint regarding her recent online order
It is unfortunate that we failed Ms***' expectations when she recently placed a couple of orders for appliancesWe value Ms***' patronage and can understand how the series of events detailed in her complaint has caused her to lose faith in SearsWe regret that this incident occurred, and we can assure Ms*** that her concerns have been forwarded to management for review so that future problems of this nature can be avertedAfter researching the orders further, we confirmed that a refund had been processed in multiple increments which totaled $We will ensure that $Shop Your Way Reward points were returned back to her SYWR account accordinglyAdditionally, we hope that in the future Ms*** will allow us another opportunity to provide her with a better example of customer service that we have built our reputation uponIn the interim, since we have confirmed a refund has been provided, we respectfully ask to have this matter closed
We appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
Eligia ***
Regulatory Complaint Specialist
Sears Holdings Corporation

Sears customer services is very poor I have called and emailed and no one has called me backTheir maintenance agreements are useless My washing machine is broken and I was told it would take two weeks to get someone out here They said too bad that it happened last Christmas too and that there were not enough repairmen to respond in a reasonable time I will never buy another product from SEARS and am closing my account

Initial Business Response /* (1000, 11, 2015/10/10) */
October 10,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Mr***
complaint regarding his lease
Each step of the WNLI process is explained on our registersOnce the program's details are shown, and the consumer's application has been approved, they are asked "do you want to accept this lease offer including all terms and conditions?" They then have to indicate on the touch pad whether they accept or declineMr.*** accepted the offerThe consumer is also asked for their preferences as to how much their payment will be, how much they can put down, and what date would be best for these paymentsAt no time is this referred to as a layaway type programIt is a lease with the option to buy after a certain period of timeThis is made clear on the receipt the consumer is provided withIt shows the eligible amount, merchandise total, down payment amount, and a payment schedule with the amount shownThen, it says: "once your minimum term is complete, you will have paid $xxxxAfter your minimum term is complete, then you decide: option 1: continue leasing at same paymentOption 2: return to WNLIOption 3: buy it out for $XXX."
District Manager *** spoke with Mr.*** and he admitted to having the receipt, but indicated that he did not read it and did not think he needed itWe cannot be held accountable for the fact that Mr.***
does not appear to have paid attention to the details of his transactionIt could also be possible that he now has changed his mind after understanding the terms fullyRegardless, he was provided with his receipt showing the terms and he could have returned the item within days if he reviewed those terms and found them to be dissatisfactory or if he simply changed his mindAt this time, Mr.*** will need to speak with WNLI regarding his lease as they administer the programHe may contact Jimmie during business hours at (XXX) XXX-XXXX if he has any other questionsIn light of the aforementioned information, we respectfully ask that this matter be considered closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaint Specialist
Sears Holdings Corporation

November 11, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jameel *** - # *** Dear Ms***: We have completed our investigation of Mr*** complaint regarding a recent service call for his refrigerator It is unfortunate that we failed Mr*** expectations when she recently contacted Sears Home Services to repair his refrigeratorWe value Mr*** patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr*** that we appreciate his valuable feedback; we do not take these matters lightly and we have forwarded Mr*** concerns to the appropriate management team for further review. Upon receiving Mr*** complaint, we contacted the local service unit for assistance. A Sears technician examined the refrigerator on October 19, 2016, and ordered several parts. He returned on October 26, 2016, to install the parts. Unfortunately, the refrigerator continued to have cooling issues. A technician returned on October 31, 2016, and found that the unit needed a new condenser. The part was ordered and installed on November 9, 2016. It is our understanding that the unit is cooling properly at this time. Additionally, we processed a refund request in the amount of $107.17, which is what Mr*** paid when a Sears technician first examined his refrigerator on October 10, 2016. He should see a credit post to his MasterCard account ending in in the next week to ten daysWith that said, since we have repaired Mr*** refrigerator at no cost, and issued the aforementioned refund, we ask that this matter be closed We apologize to Mr*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist

February 16, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL
Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding her recent order We would first note that Ms*** placed he order through one of our Marketplace vendors, *** *** As clarification, some time ago our online website began hosting other retailers through our Sears Marketplace program. The goal of our marketplace is to provide items that might not be available through our own online channels, so that we become a “one-stop” online shopping destination. Much like a well known online bookseller, we offer our own merchandise and then we also have choices available from third-party vendors. For any consumer that would like to restrict their purchases to Sears items or services specifically, there is a tab to display only Sears items and it is also set up as a choice to narrow the selections that initially pop up. With that said, each vendor is responsible for the merchandise displayed and for providing customer support for any of their ordersAdditionally, each seller has their own return policies, which are accessible via link on the page for the itemAs such, we are not able to interfere with the return process and Ms*** would need to communicate with the seller especially since it seems the return policy period of the seller, days, has expired and also that the issue was not with the item itself, but that it would not fit in her brother in law’s garage That said, it seems that a return shipping label was issuedAt this point in time, Ms*** would need to contact with the seller, who may be reached a* *** during business hours or via email at *** In the interest of member satisfaction, we can try to negotiate with the seller on her behalf, but we cannot force them to do anything given the circumstancesAs this decision is in accordance to our posted terms and conditions, we have closed our file We apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns Sincerely, *** *** Specialist, Regulatory Complaints *** *** *** *** ***

July 15,
*** *** Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** * *** * *** Dear Ms*** We have completed the investigation of Mr*** complaint
regarding the problem he encountered when he attempted to return the Craftsman Scan Tool after the 30-day return period
As clarification, our ''hassle-free returns and exchanges'' are based upon returns and exchanges within the parameters of our stated refund and exchange policyOur return policy is available on online at Sears.com, may be posted on signs at registers, or a consumer can ask an associate for detailsWith that being said, the Sears return policy states “If for any reason you are not satisfied, return your purchase in its original packaging with all accessories, manuals, and parts, with your original receipt, for a refund or exchange (subject to the terms and conditions below)For most items, you have days from the date of your original purchase to make a return with the following exceptions...” Since Mr*** purchased the tool on May 28, and attempted to return it on June 28, 2016, he was over the day return period by dayIt would not be fair to make an exception for Mr***, when no one else has received one
However, after the Sears hassle-free 30-day return/exchange period has expired, the Craftsman Scan Tool is covered by the manufacturer’s two-year warrantySince Mr*** mentioned in his complaint that the scan tool is defective, then it will be replaced; not returned for a refundThe warranty states, FOR TWO YEARS from the date of sale this product is warranted against defects in material or workmanshipWITH PROOF OF SALE a defective product will be replaced free of chargeWe apologize that Mr*** was not offered a replacementWe have reached out to Store Manager *** *** regarding Mr*** concernMs*** made several attempts to contact Mr*** but she did not receive any return callsIf Mr*** would like to exchange the Craftsman Scan Tool, he can contact Ms*** at *** *** or return to the store with a copy of his receipt and the toolWith that being said, since we have addressed the issue brought forth in Mr*** complaint, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
*** *** Regulatory Complaint Specialist
Sears Holdings Corporation
*** *** ***

September 26, Nita ***
12pt;">Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Jennifer *** - # *** Dear Ms***: We have completed the investigation of Ms***’s complaint regarding her laundry center First, we would like to apologize to Ms*** for failing her expectations in regard to her laundry centerWe do not take these matters lightly and we sincerely regret any inconvenience we may have caused Ms*** After reviewing the notes in our service system, we contacted Ms*** to offer her an in-warranty exchange. After reviewing the available models, Ms*** decided to exchange her laundry center for the same model, as it is still available. The exchange was processed on September 21, 2016, and Ms*** accepted delivery on September 24, 2016. Since it is our understanding that Ms*** is satisfied with the resolution provided, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, Melissa *** Regulatory Complaints Specialist